Abstract

Purpose – The purpose of this paper is to explore the importance of user perceptions within anorganisational context, and more specifically, how user perceptions are evidenced and positivelyapplied within facilities management (FM).

Design/methodology/approach – A conceptual approach is adopted suggesting that userperceptions should be viewed as a holistic process within FM. Via comprehensive literature reviewsthe paper determines the importance of user perceptions, first, in the context of the user achievingproductivity in the workplace as their input and functionalities within the physical environment caninevitably enhance their later experience, and second, in the context of the user later achievingcustomer satisfaction via strategic FM delivery.

Findings – Argues that user perceptions in FM can be analysed through a two-fold approach: userperception through their input and functionalities in the workplace, and their consequent applicationof workplace productivity; and user perception through strategic FM delivery and the achievement ofcustomer satisfaction. Identifies an intrinsic linkage between the two and how they are integral to theoverall strategic FM process.

Originality/value – Strategic FM delivery is now essential for business survival, where the impetuson ensuring high customer satisfaction coupled with high workplace productivity is illustrated via the“logical customer performance ladder” (LCPL). This paper provides an intriguing insight into howboth of these crucial factors can be strategically implemented into FM.